I am rejecting this response because: Most of the things that are being stated are false. I was not at home when the tech came out my frustration came when you customer service rep basically told me that I was lying about the pieces that I ordered and what the previous rep told me. This really frustrates me because CLEARLY you did not review the calls to see. I just got the legs after I filed the complaint AGAIN. I feel as regardless to if the furniture is "sold as is" or not that you would want to make good with your customer if they called with in an adequate time to get this resolved. Instead I got the WORST customer service possible and if this is how you would like for your customers to feel I will take my business somewhere else. Didn't even bother to call me to talk with me about my experience. This is such a BAD experience for me all the way around. I will post everywhere if I have to about this. don't worry there are some customers that will listen solely off I am sure I am not the first that this has happened too.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. In conversation with them, I ask them to also cover delivery and they accepted.
I am rejecting this response because: The damaged recliner chair of the sectional is unusable, can't even sit on it because the head adjustment is fully forward. The nearest store is 120 miles from here and while I don't feel it is our responsibility to do so, we would go and pick up replacement pieces. I did call the store in Billings and asked if they deliver to Bozeman and was told that, yes, they do. $200 delivery fee. I don't think that Slumberland has been honest or helpful this this issue. I have attached a photo of what we have been walking around for the past 4 months.
Initial Business Response /* (1000, 10, 2015/06/25) */
We apologize if the customer is still dissatisfied with her sectional purchase. Our Service Center dispatched a technician to the customer's home to inspect the sectional for defects. There were no defects present. The sectional the customer...
purchased does not come with lights in the switches.
In the customer's complaint she brought up some concerns regarding the time frame between purchase and delivery. The set was purchased on 12/28/14 and was delivered on 02/09/15. The customer stated it took 8 weeks to receive the furniture instead of 5 weeks promised by the store. It did take about 5 1/2 weeks for her to receive delivery. We apologize for the slight delay in her receiving the merchandise.
We are not able to refund the customer her sectional purchase price or delivery fee. There are no defects present in the furniture. Also her delivery was scheduled within 5 weeks of her order being placed.
If the customer is dissatisfied with her Furniture Care extended warranty purchase and would like to cancel it, she can contact Furniture Care directly at [redacted]. They can review the cancellation and refund options available to the customer.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician they sent to my home DID find defective switches. The technician Diana stated that Slumberland would order new switches and have them sent to my home and to call their number when they were received and she would come back and install them. I called the store to check on the switches and was assured they were being ordered and I could have the option of installing them myself. I stated I shouldn't have to install them - so it was agreed that the technician would return. Defect was found - slumberland acknowledged the defect and agreed to replace the switches and now have decided to not stand behind their product. Slumberland had another technician contact us after my first Revdex.com complaint was filed. This technician set up an appointment two days n a row and never showed up at my home. So two days of staying home from work for the technician to arrive and they never bother to show up.
As you can see by the attached photos, two of the switches have lights and two do not. So "the business" calling me a liar on everything I have said does not help this situation. We were GUARANTEED by Gus [redacted] we would receive our furniture within 5 weeks. 5 weeks would be the the absolute latest. When a salesman GUARANTEES something, the business should stand behind it! I never said it took a full two months for delivery!
I did not request a full refund of the purchase price, I requested a partial refund of 50% due to the fact that I was sold a sectional with defective switches. We chose to purchase from Slumberland and wait the 5 weeks for delivery instead of purchasing the same sectional from Westco in our home town simply because the switches in Westco did not match! Gus [redacted] was told this that day. He knew that we wanted the full sectional switches to match. Bottom line - the first technician that Slumberland sent to my home - stated there was a defect, Slumberland was to order the replacement parts for the technician to return and install. Slumberland is continuing to call me a liar and not stand behind the product they sold.
Final Business Response /* (4000, 14, 2015/07/02) */
We have contacted the customer via email on 06/30/15 to further review options to get this resolved. As of 07/02/15, we have not received a response from her. If the customer would like to discuss these options we request she either reply to our email or call our Service Center.
First, the email was sent through our corporate office, so using my email address I was unable to open the message. I contacted the Revdex.com immediately and left a message for [redacted]. He did not get back in contact with me until Friday June 3rd. He then made it possible for us...
to view the email, and gave me an extension of a business week to respond. There is a crease in the inside back of the material. We sent a tech out to attempt to steam it out, but was unsuccessful. I personally went out to the customer's home and inspected. I took photos and have submitted them to the manufacturer. They have authorized the replacement parts. We should have them within the next 2 weeks, and will contact the customer to set up a tech call to handle. I have spoken with the customer, and we are in complete compliance with the special order protocol set in place by the manufacturer. Thanks, Josh [redacted], Slumberland Rochester Store Manager.
We apologize for the customer’s frustration. The set she purchased was sold as is in our Bozeman store location’s closing sale. Slumberland has been working to get the chair repaired for her as a courtesy despite the fact that it was purchased as is. Replacement parts are on order from the manufacturer of the furniture. Once they are in stock, we will dispatch an independent technician to the customer’s home to install the parts at no charge to her. We are not able to offer the customer a refund or exchange since the set was purchased as is. We will complete repairs to the furniture as we have already agreed to do.
Initial Business Response /* (1000, 5, 2015/09/10) */
The customer came into the store with the first issue and informed us of a spring that had popped off the back of both sofas. There was no discussion at the time about a refund and we sent out a technician to look at it. Our refund policy does...
not allow for merchandise that is damaged to be returned for refund either way. When the technician inspected, he found that he would need a professional upholsterer to do the job because it would need to have some fabric pulled off the back and re-sewn after repair. We do not employ a professional upholsterer so we contacted an outside company to do the work and put them in contact with the customer. For some reason this process took too long to get done on the upholsterers end. He apparently had some family health issues. The furniture was still fully usable throughout the entire process as there are many springs in the back to provide support so the customer still had full use of the furniture.
After the spring was reattached to the frame the customer came back in and stated one of them came off again. We replaced that sofa with a new one the same day. Then the customer came in again a month later and said the same thing happened to the new sofa. I offered to service this sofa again which is our only obligation under the manufacturers warrantee. And she became very loud and upset. You don't get to purchase a new car and when there is a recall or service issue, go in and demand your money back or a new car. The sellers obligation is to correct the problem under warrantee, which is what we offered to do.
We have since responded to the customer and have agreed to return the set and issue the customer a full credit in store to select new furniture. This is the end of this issue.
We have gone beyond our obligation under warrantee to service and issue that honestly has never happened and we have sold 26 of these in the past year alone.
We apologize if the repairs were not completed to the customer’s satisfaction. We contract with independent technicians and have standards in place to ensure they are working up to Slumberland’s expectations. We will file the customer’s complaint regarding the quality of the repair work...
for our specialists to review and address with the technician, as needed. The customer is outside of the manufacturer’s warranty period. However, we will be sending out a technician to complete the repairs which were reported during the warranty period. This is a one-time offer and no further service will be provided after the repairs have been completed.
Initial Business Response /* (1000, 5, 2015/11/24) */
We apologize if there was any miscommunication regarding the extended warranty coverage the customer purchased. To obtain a refund, the customer will need to contact the extended warranty company, Furniture Care, at [redacted]. They will...
be able to assist in getting her plan purchase refunded.
Initial Business Response /* (1000, 5, 2015/09/14) */
All Slumberland customers have the option of purchasing a mattress protector and qualifying for an 120 day test rest on their new mattress. Should they be unhappy with their mattress during this test rest(for any reason) they would have the...
option to exchange their mattress for another of their choice. If exchanged, any increase of price would be paid by the customer, and any decrease would be issued back to the customer as a store credit. There are no cost or fees for this reselection!
This customer ultimately did not wish to re-select under our stores' policies and only would accept a return for a refund. Unfortunately, that is not an option under our test rest, which we guarantee to all our customers to apply equally and consistently.
Because this customer is still under their 120 day test rest, they continue to have the above options through the end of the test rest. If they would like to exchange the mattress they would need to go to the Winona store and re-select. If they do not wish to work with the personnel at the Winona store they may also go to the Onalaska store and have the same options.
We are certainly sorry when any customer is ultimately disappointed with our products or our policies, but we work very hard to have the best of both. We cannot offer a plan, like our test rest, without applying it consistently and that is what has been done in this case.
Thank you for your help in this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not want to do any further business with Slumberland. I tried to resolve this issue by going to the store on two separate occasions and was barely given the time of day. I should not have to go back to the same Slumberland store let alone drive thirty miles to ANOTHER Slumberland store where the district manager is likely the same as Winona. The sales person in Winona (store manager) was completely rude to me and blew me off when she realized I was frustrated. I attempted to contact the district manager on three occasions and left a message each time; I was not even afforded a phone call back from a business professional representing Slumberland and therefore I have no confidence that Slumberland values or cares about their customers or reputation.
Final Business Response /* (4000, 9, 2015/09/21) */
We certainly apologize you were not satisfied with your in store experiences, but as I explained in our first response, our test rest policy does not provide for you to return your mattress for a refund. Again, we are happy to make every attempt to accommodate a re-selection through the end of your test rest period. In addition, you would not have to work with the same store manager that previously helped you if that is your preference.
Thank you.
If you do choose to proceed with a re-selection please remember you must complete the re-selection before the end of your 120 day test rest.
I am rejecting this response because: The explanation is absurd. The policy the company is referring to is absurd. What, exactly, constitutes a stain? I would argue that what they are calling "stains" are nothing more than normal wear that results from the biological fact that human bodies are oily and that the mattress protector they sold me does not protect against this biological fact. A stain would be something that resulted from some other use of the mattress, say a coffee or food stain from drinking or eating in bed. Aside from what the company identifies as a stain the mattress is clearly defective and has been used consistent with the requirements of the warranty. What exactly does a stain have to do with whether or not the mattress is defective? If a mattress has only been used as intended--for sleeping--and is defective, it should be replaced under any reasonable interpretation of the warranty. This policy basically says that the mattress only has a valid warranty if it isn't used and that is a perfectly absurd interpretation. If the company wants to pursue its own claim against the manufacturer of the mattress protector, they are welcome to do that.Thank you.[redacted]
Slumberland's Customer Assistance Manager has responded to the customer. Her communication to the customer is below: Dear [redacted] & [redacted], Thank you for contacting us regarding your concerns, and please know that I have also provided this response via private message to you via...
Facebook. We regret that our attempt to find a mutually agreeable solution to our error was unsuccessful. We have refunded your purchase in full as you requested, and we will be internally reviewing your concerns regarding the transaction and subsequent interactions with the store. We appreciate you letting us know about your disappointment, and we will be using this feedback to improve the experience for other customers. We have processed the refund for the full amount of the original purchase. Please know that while our submission to Visa is immediate, your bank may take several business days to post the refund to your statement, and any processing periods are determined by them. Attached is your refund receipt, and please let us know if you have any questions regarding the refund. Regards, [redacted] Customer Assistance Manager Slumberland Furniture The customer responded the following day thanking her and appeared to accept her response. Slumberland believes this matter is resolved. We apologize for the inconvenience.
Initial Business Response /* (1000, 5, 2015/12/15) */
We apologize the customer is dissatisfied with the extended warranty coverage on their adjustable bed bases. Slumberland offers the extended warranty our customers as an option for them to receive service on parts and/or labor not covered under...
the manufacturer's warranty.
The manufacturer of the customer's adjustable base, Reverie, does offer a 20 year warranty. Their warranty covers all parts and labor for 1 year. Years 2-5 cover parts only; labor is no longer covered after the first year. Years 6-20 cover mechanical frame parts only; electrical parts and labor are no longer covered.
The extended warranty the customer purchased through Slumberland offers full coverage for all parts and labor for 10 years. If the customer no longer wishes to have the full labor and parts coverage provided through the extended warranty, they can contact Furniture Care at [redacted]. They will be able to provide the customer a pro-rated refund of their extended warranty plan purchase.
I spoke with Furniture Care this morning. They had no record of the customer calling in to file a claim. If the customer would like to file a claim for service, they can call [redacted] for assistance.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a full refund for the warranty. Plus something for the inconvenience of them not being able to help me and the general manager not calling me back.
Initial Business Response /* (1000, 5, 2015/04/09) */
We apologize for the issues the customer has experienced. When he called our Service Center to report the problem, his box spring was deemed to be defective and authorized for reselection. His mattress was not found to be defective so it was...
not authorized for reselection. As a one-time courtesy, we will offer the customer a reselection of the mattress in addition to the defective box spring for a total in-store credit of $1099.99 + tax. A copy of the updated reselection letter has been e-mailed to the customer as well as faxed to the customer's local Slumberland store.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.They originally offered to add me to the schedule later Tuesday afternoon when I told them I had to work and there would not be an adult present and that it was unacceptable did they contact the assembly peopl and send them early. I also only got a refund because I told them I expected it as I paid them the deliver and properly set up the bunk beds.
Initial Business Response /* (1000, 6, 2015/09/22) */
The customer had a mattress delivered on June 9, 2015. She was not satisfied with her mattress. She completed her one-time comfort reselection and upgraded to a different mattress which was delivered on July 10, 2015. Our Service Center was...
notified in late August that there was a potential defect in the customer's mattress. An independent technician was dispatched to the customer's home to determine if there was a defect present. The technician did notice an impression in the bed, but the mattress did not have a proper frame support system. Without proper support, the manufacturer's warranty is void.
We will offer the customer one final exchange or reselection of her mattress on the condition she purchase a proper frame support system. Our Service Center will be in touch with the customer to review the exchange/reselection procedure.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't understand you why someone would want to pay for damaged goods. They've indicated on your site that they would be offering us a "one-time" exchange, but we have not heard anything from them other than "until you pay the full amount, we won't do anything". Please see the attached for a full explanation for what has transpired since the beginning of this fiasco.
Final Business Response /* (4000, 10, 2015/10/07) */
We are sorry to hear that the customer had challenges navigating our store. All of our Des Moines locations are handicap accessible. This has been confirmed with our Human Resources team, our Facilities manager, our Store Design team, as well as the Regional Manager of our Des Moines market. If the customer believes that there are specific issues with the store's accessibility, we would appreciate the customer contacting the store directly to discuss those concerns so they may be addressed. Concerns of this nature are best addressed by the local store management, as they can make adjustments if needed.
We are not able to offer anything further for the customer in regards to her mattress. When the customer completed her one time comfort reselection, she chose to upgrade to another mattress. After paying the price difference for the upgrade and receiving the new mattress the customer filed a dispute with her credit card company stating the charges were fraudulent. Slumberland was able to clear things up with the customer's credit card company. However, we have since had to turn the customer's account over to a collection agency as attempts made to collect the balance due from her were unsuccessful. We cannot offer any further service on the mattress until it has been paid for in full.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am in hope that they will do something different than they have done the previous times to resolve this issue. Thanks [redacted]
Initial Business Response /* (1000, 5, 2015/06/04) */
The customer's purchase was scheduled to be transferred to the Baxter store when she initially placed her order. It is Slumberland's policy that no order is physically transferred to another store until it has been paid in full. We apologize...
if this was not clearly communicated to the customer. Once the customer has paid for the order in full we would be happy to transfer it to the Baxter store. However, if the customer would like to have the order delivered they will need to pay the standard delivery fee. If they would prefer not to pay for delivery, the order can be picked up at either the Waite Park or Baxter store at no charge.
We request the customer call the Waite Park store at [redacted] to let them know if they would like to receive the order through their store or proceed with the transfer to Baxter once it has been paid in full. We cannot offer the customer free delivery or a discount on the order.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Slumberland Waite Park location accepts no responsibility for THEIR error. We specifically asked what amount of money was required as a down payment for the sofa and were told $653.97. We were not told it had to be paid in full to be delivered to the Baxter location or we would have paid in full at that time. The entire point of purchasing the sofa at the Slumberland store was the ablilty to have it delivered to Baxter (which we were told would not be a problem when placing our order). An "apology" is NOT a sufficient resolution for this matter when the fact remains my sales slip STILL STATES "Please call Baxter to set up delivery".
Final Consumer Response /* (3000, 11, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will pay for the sofa WHEN the Slumberland Waite Park location acknowledges there was a Slumberland error ....not confusion or misunderstanding on OUR part. WE MADE IT PERFECTLY CLEAR WE WANTED THE SOFA DELIVERED TO BAXTER. (Remember the sales slip that states that fact?) We specifically asked WHAT NEEDED TO BE PUT DOWN FOR PAYMENT. We were told the $600+ amount by the SLUMBERLAND salesman. Why are we being told we were confused. There WAS an error made on our order. WE WANTED IT DELIVERED TO BAXTER, WE ASKED WHAT NEEDED TO BE PUT DOWN, and WE PAID WHAT WE WERE TOLD. The error is that we were NOT told the correct amount that needed to be put down (or in this case paid in full) by the salesperson (knowing the sofa was to be delivered to Baxter). There was NO confusion on our part. The error was that we were NOT told the correct amount by the sales person in order to have the sofa arrive in Baxter. End of story. Own up to the error at your store and we will pay in full. No apology. No confusion. Your sales person messed up. PAYMENT FOR THIS SOFA HAS NEVER BEEN AN ISSUE. WE WOULD HAVE GLADLY AND READILY PAID IN FULL WHEN IT WAS ORDERED.
Final Business Response /* (4000, 9, 2015/06/08) */
We apologize if there was confusion regarding Slumberland's policies regarding orders being transferred to different store locations. There was no error made with the customer's order. When the furniture was purchased, the order was set to be transferred to Baxter per the customer's request. However, no furniture can be transferred or delivered, either out of the Waite Park or Baxter store, until it has been paid in full. When the customer is ready to pay for the order in full, they can decide if they would like to proceed with having it transferred to Baxter for delivery, or to have it picked up or delivered out of the Waite Park store.
Initial Business Response /* (1000, 5, 2015/12/22) */
We apologize for the customer's frustration. His bed frame was deemed defective. An exchange was set up and is in stock for the customer. We do also have an open service claim for his mattress and box spring. The customer chose to complete a...
self-inspection packet. Once we have received the completed packet along with all the necessary photos, it will be reviewed by our Service Center. If it is deemed defective, the customer will receive replacements for the defective mattress and/or box spring as well. If they are not defective, we will not be able to offer the customer a replacement.
The customer can contact our Service Center at [redacted] #1 if they have questions regarding the inspection packet or would like to discuss their claim in further detail.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Right now I need to send two more pictures the top of box-spring and the frame I will be sending those12-29-15.
Final Business Response /* (4000, 9, 2015/12/28) */
Once we have received the necessary photos, they will be reviewed by our Service Center. If it is deemed defective, the customer will receive replacements for the defective mattress and/or box spring as well. If they are not defective, we will not be able to offer the customer a replacement.
Final Consumer Response /* (3000, 11, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
REASON BEING IS THAT I ASK FOR A NEW BOX-SPRING AND NEW FRAME AND RAILINGS ALSO I WANT TO SEE IF THIS IS THE PROBLEM AND IF NOT I'LL BE ASKING FOR A NEW MATTRESS. THANK YOU
I am rejecting this response because: Most of the things that are being stated are false. I was not at home when the tech came out my frustration came when you customer service rep basically told me that I was lying about the pieces that I ordered and what the previous rep told me. This really frustrates me because CLEARLY you did not review the calls to see. I just got the legs after I filed the complaint AGAIN. I feel as regardless to if the furniture is "sold as is" or not that you would want to make good with your customer if they called with in an adequate time to get this resolved. Instead I got the WORST customer service possible and if this is how you would like for your customers to feel I will take my business somewhere else. Didn't even bother to call me to talk with me about my experience. This is such a BAD experience for me all the way around. I will post everywhere if I have to about this. don't worry there are some customers that will listen solely off I am sure I am not the first that this has happened too.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. In conversation with them, I ask them to also cover delivery and they accepted.
I am rejecting this response because: The damaged recliner chair of the sectional is unusable, can't even sit on it because the head adjustment is fully forward. The nearest store is 120 miles from here and while I don't feel it is our responsibility to do so, we would go and pick up replacement pieces. I did call the store in Billings and asked if they deliver to Bozeman and was told that, yes, they do. $200 delivery fee. I don't think that Slumberland has been honest or helpful this this issue. I have attached a photo of what we have been walking around for the past 4 months.
Initial Business Response /* (1000, 10, 2015/06/25) */
We apologize if the customer is still dissatisfied with her sectional purchase. Our Service Center dispatched a technician to the customer's home to inspect the sectional for defects. There were no defects present. The sectional the customer...
purchased does not come with lights in the switches.
In the customer's complaint she brought up some concerns regarding the time frame between purchase and delivery. The set was purchased on 12/28/14 and was delivered on 02/09/15. The customer stated it took 8 weeks to receive the furniture instead of 5 weeks promised by the store. It did take about 5 1/2 weeks for her to receive delivery. We apologize for the slight delay in her receiving the merchandise.
We are not able to refund the customer her sectional purchase price or delivery fee. There are no defects present in the furniture. Also her delivery was scheduled within 5 weeks of her order being placed.
If the customer is dissatisfied with her Furniture Care extended warranty purchase and would like to cancel it, she can contact Furniture Care directly at [redacted]. They can review the cancellation and refund options available to the customer.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician they sent to my home DID find defective switches. The technician Diana stated that Slumberland would order new switches and have them sent to my home and to call their number when they were received and she would come back and install them. I called the store to check on the switches and was assured they were being ordered and I could have the option of installing them myself. I stated I shouldn't have to install them - so it was agreed that the technician would return. Defect was found - slumberland acknowledged the defect and agreed to replace the switches and now have decided to not stand behind their product. Slumberland had another technician contact us after my first Revdex.com complaint was filed. This technician set up an appointment two days n a row and never showed up at my home. So two days of staying home from work for the technician to arrive and they never bother to show up.
As you can see by the attached photos, two of the switches have lights and two do not. So "the business" calling me a liar on everything I have said does not help this situation. We were GUARANTEED by Gus [redacted] we would receive our furniture within 5 weeks. 5 weeks would be the the absolute latest. When a salesman GUARANTEES something, the business should stand behind it! I never said it took a full two months for delivery!
I did not request a full refund of the purchase price, I requested a partial refund of 50% due to the fact that I was sold a sectional with defective switches. We chose to purchase from Slumberland and wait the 5 weeks for delivery instead of purchasing the same sectional from Westco in our home town simply because the switches in Westco did not match! Gus [redacted] was told this that day. He knew that we wanted the full sectional switches to match. Bottom line - the first technician that Slumberland sent to my home - stated there was a defect, Slumberland was to order the replacement parts for the technician to return and install. Slumberland is continuing to call me a liar and not stand behind the product they sold.
Final Business Response /* (4000, 14, 2015/07/02) */
We have contacted the customer via email on 06/30/15 to further review options to get this resolved. As of 07/02/15, we have not received a response from her. If the customer would like to discuss these options we request she either reply to our email or call our Service Center.
First, the email was sent through our corporate office, so using my email address I was unable to open the message. I contacted the Revdex.com immediately and left a message for [redacted]. He did not get back in contact with me until Friday June 3rd. He then made it possible for us...
to view the email, and gave me an extension of a business week to respond. There is a crease in the inside back of the material. We sent a tech out to attempt to steam it out, but was unsuccessful. I personally went out to the customer's home and inspected. I took photos and have submitted them to the manufacturer. They have authorized the replacement parts. We should have them within the next 2 weeks, and will contact the customer to set up a tech call to handle. I have spoken with the customer, and we are in complete compliance with the special order protocol set in place by the manufacturer. Thanks, Josh [redacted], Slumberland Rochester Store Manager.
We apologize for the customer’s frustration. The set she purchased was sold as is in our Bozeman store location’s closing sale. Slumberland has been working to get the chair repaired for her as a courtesy despite the fact that it was purchased as is. Replacement parts are on order from the manufacturer of the furniture. Once they are in stock, we will dispatch an independent technician to the customer’s home to install the parts at no charge to her. We are not able to offer the customer a refund or exchange since the set was purchased as is. We will complete repairs to the furniture as we have already agreed to do.
Initial Business Response /* (1000, 5, 2015/09/10) */
The customer came into the store with the first issue and informed us of a spring that had popped off the back of both sofas. There was no discussion at the time about a refund and we sent out a technician to look at it. Our refund policy does...
not allow for merchandise that is damaged to be returned for refund either way. When the technician inspected, he found that he would need a professional upholsterer to do the job because it would need to have some fabric pulled off the back and re-sewn after repair. We do not employ a professional upholsterer so we contacted an outside company to do the work and put them in contact with the customer. For some reason this process took too long to get done on the upholsterers end. He apparently had some family health issues. The furniture was still fully usable throughout the entire process as there are many springs in the back to provide support so the customer still had full use of the furniture.
After the spring was reattached to the frame the customer came back in and stated one of them came off again. We replaced that sofa with a new one the same day. Then the customer came in again a month later and said the same thing happened to the new sofa. I offered to service this sofa again which is our only obligation under the manufacturers warrantee. And she became very loud and upset. You don't get to purchase a new car and when there is a recall or service issue, go in and demand your money back or a new car. The sellers obligation is to correct the problem under warrantee, which is what we offered to do.
We have since responded to the customer and have agreed to return the set and issue the customer a full credit in store to select new furniture. This is the end of this issue.
We have gone beyond our obligation under warrantee to service and issue that honestly has never happened and we have sold 26 of these in the past year alone.
We apologize if the repairs were not completed to the customer’s satisfaction. We contract with independent technicians and have standards in place to ensure they are working up to Slumberland’s expectations. We will file the customer’s complaint regarding the quality of the repair work...
for our specialists to review and address with the technician, as needed. The customer is outside of the manufacturer’s warranty period. However, we will be sending out a technician to complete the repairs which were reported during the warranty period. This is a one-time offer and no further service will be provided after the repairs have been completed.
Initial Business Response /* (1000, 5, 2015/11/24) */
We apologize if there was any miscommunication regarding the extended warranty coverage the customer purchased. To obtain a refund, the customer will need to contact the extended warranty company, Furniture Care, at [redacted]. They will...
be able to assist in getting her plan purchase refunded.
Initial Business Response /* (1000, 5, 2015/09/14) */
All Slumberland customers have the option of purchasing a mattress protector and qualifying for an 120 day test rest on their new mattress. Should they be unhappy with their mattress during this test rest(for any reason) they would have the...
option to exchange their mattress for another of their choice. If exchanged, any increase of price would be paid by the customer, and any decrease would be issued back to the customer as a store credit. There are no cost or fees for this reselection!
This customer ultimately did not wish to re-select under our stores' policies and only would accept a return for a refund. Unfortunately, that is not an option under our test rest, which we guarantee to all our customers to apply equally and consistently.
Because this customer is still under their 120 day test rest, they continue to have the above options through the end of the test rest. If they would like to exchange the mattress they would need to go to the Winona store and re-select. If they do not wish to work with the personnel at the Winona store they may also go to the Onalaska store and have the same options.
We are certainly sorry when any customer is ultimately disappointed with our products or our policies, but we work very hard to have the best of both. We cannot offer a plan, like our test rest, without applying it consistently and that is what has been done in this case.
Thank you for your help in this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not want to do any further business with Slumberland. I tried to resolve this issue by going to the store on two separate occasions and was barely given the time of day. I should not have to go back to the same Slumberland store let alone drive thirty miles to ANOTHER Slumberland store where the district manager is likely the same as Winona. The sales person in Winona (store manager) was completely rude to me and blew me off when she realized I was frustrated. I attempted to contact the district manager on three occasions and left a message each time; I was not even afforded a phone call back from a business professional representing Slumberland and therefore I have no confidence that Slumberland values or cares about their customers or reputation.
Final Business Response /* (4000, 9, 2015/09/21) */
We certainly apologize you were not satisfied with your in store experiences, but as I explained in our first response, our test rest policy does not provide for you to return your mattress for a refund. Again, we are happy to make every attempt to accommodate a re-selection through the end of your test rest period. In addition, you would not have to work with the same store manager that previously helped you if that is your preference.
Thank you.
If you do choose to proceed with a re-selection please remember you must complete the re-selection before the end of your 120 day test rest.
We have left voicemail with customer but have not heard response as of 9/11.
I am rejecting this response because: The explanation is absurd. The policy the company is referring to is absurd. What, exactly, constitutes a stain? I would argue that what they are calling "stains" are nothing more than normal wear that results from the biological fact that human bodies are oily and that the mattress protector they sold me does not protect against this biological fact. A stain would be something that resulted from some other use of the mattress, say a coffee or food stain from drinking or eating in bed. Aside from what the company identifies as a stain the mattress is clearly defective and has been used consistent with the requirements of the warranty. What exactly does a stain have to do with whether or not the mattress is defective? If a mattress has only been used as intended--for sleeping--and is defective, it should be replaced under any reasonable interpretation of the warranty. This policy basically says that the mattress only has a valid warranty if it isn't used and that is a perfectly absurd interpretation. If the company wants to pursue its own claim against the manufacturer of the mattress protector, they are welcome to do that.Thank you.[redacted]
Slumberland's Customer Assistance Manager has responded to the customer. Her communication to the customer is below: Dear [redacted] & [redacted], Thank you for contacting us regarding your concerns, and please know that I have also provided this response via private message to you via...
Facebook. We regret that our attempt to find a mutually agreeable solution to our error was unsuccessful. We have refunded your purchase in full as you requested, and we will be internally reviewing your concerns regarding the transaction and subsequent interactions with the store. We appreciate you letting us know about your disappointment, and we will be using this feedback to improve the experience for other customers. We have processed the refund for the full amount of the original purchase. Please know that while our submission to Visa is immediate, your bank may take several business days to post the refund to your statement, and any processing periods are determined by them. Attached is your refund receipt, and please let us know if you have any questions regarding the refund. Regards, [redacted] Customer Assistance Manager Slumberland Furniture The customer responded the following day thanking her and appeared to accept her response. Slumberland believes this matter is resolved. We apologize for the inconvenience.
Initial Business Response /* (1000, 5, 2015/12/15) */
We apologize the customer is dissatisfied with the extended warranty coverage on their adjustable bed bases. Slumberland offers the extended warranty our customers as an option for them to receive service on parts and/or labor not covered under...
the manufacturer's warranty.
The manufacturer of the customer's adjustable base, Reverie, does offer a 20 year warranty. Their warranty covers all parts and labor for 1 year. Years 2-5 cover parts only; labor is no longer covered after the first year. Years 6-20 cover mechanical frame parts only; electrical parts and labor are no longer covered.
The extended warranty the customer purchased through Slumberland offers full coverage for all parts and labor for 10 years. If the customer no longer wishes to have the full labor and parts coverage provided through the extended warranty, they can contact Furniture Care at [redacted]. They will be able to provide the customer a pro-rated refund of their extended warranty plan purchase.
I spoke with Furniture Care this morning. They had no record of the customer calling in to file a claim. If the customer would like to file a claim for service, they can call [redacted] for assistance.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a full refund for the warranty. Plus something for the inconvenience of them not being able to help me and the general manager not calling me back.
Initial Business Response /* (1000, 5, 2015/04/09) */
We apologize for the issues the customer has experienced. When he called our Service Center to report the problem, his box spring was deemed to be defective and authorized for reselection. His mattress was not found to be defective so it was...
not authorized for reselection. As a one-time courtesy, we will offer the customer a reselection of the mattress in addition to the defective box spring for a total in-store credit of $1099.99 + tax. A copy of the updated reselection letter has been e-mailed to the customer as well as faxed to the customer's local Slumberland store.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.They originally offered to add me to the schedule later Tuesday afternoon when I told them I had to work and there would not be an adult present and that it was unacceptable did they contact the assembly peopl and send them early. I also only got a refund because I told them I expected it as I paid them the deliver and properly set up the bunk beds.
Initial Business Response /* (1000, 6, 2015/09/22) */
The customer had a mattress delivered on June 9, 2015. She was not satisfied with her mattress. She completed her one-time comfort reselection and upgraded to a different mattress which was delivered on July 10, 2015. Our Service Center was...
notified in late August that there was a potential defect in the customer's mattress. An independent technician was dispatched to the customer's home to determine if there was a defect present. The technician did notice an impression in the bed, but the mattress did not have a proper frame support system. Without proper support, the manufacturer's warranty is void.
We will offer the customer one final exchange or reselection of her mattress on the condition she purchase a proper frame support system. Our Service Center will be in touch with the customer to review the exchange/reselection procedure.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't understand you why someone would want to pay for damaged goods. They've indicated on your site that they would be offering us a "one-time" exchange, but we have not heard anything from them other than "until you pay the full amount, we won't do anything". Please see the attached for a full explanation for what has transpired since the beginning of this fiasco.
Final Business Response /* (4000, 10, 2015/10/07) */
We are sorry to hear that the customer had challenges navigating our store. All of our Des Moines locations are handicap accessible. This has been confirmed with our Human Resources team, our Facilities manager, our Store Design team, as well as the Regional Manager of our Des Moines market. If the customer believes that there are specific issues with the store's accessibility, we would appreciate the customer contacting the store directly to discuss those concerns so they may be addressed. Concerns of this nature are best addressed by the local store management, as they can make adjustments if needed.
We are not able to offer anything further for the customer in regards to her mattress. When the customer completed her one time comfort reselection, she chose to upgrade to another mattress. After paying the price difference for the upgrade and receiving the new mattress the customer filed a dispute with her credit card company stating the charges were fraudulent. Slumberland was able to clear things up with the customer's credit card company. However, we have since had to turn the customer's account over to a collection agency as attempts made to collect the balance due from her were unsuccessful. We cannot offer any further service on the mattress until it has been paid for in full.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am in hope that they will do something different than they have done the previous times to resolve this issue. Thanks [redacted]
Initial Business Response /* (1000, 5, 2015/06/04) */
The customer's purchase was scheduled to be transferred to the Baxter store when she initially placed her order. It is Slumberland's policy that no order is physically transferred to another store until it has been paid in full. We apologize...
if this was not clearly communicated to the customer. Once the customer has paid for the order in full we would be happy to transfer it to the Baxter store. However, if the customer would like to have the order delivered they will need to pay the standard delivery fee. If they would prefer not to pay for delivery, the order can be picked up at either the Waite Park or Baxter store at no charge.
We request the customer call the Waite Park store at [redacted] to let them know if they would like to receive the order through their store or proceed with the transfer to Baxter once it has been paid in full. We cannot offer the customer free delivery or a discount on the order.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Slumberland Waite Park location accepts no responsibility for THEIR error. We specifically asked what amount of money was required as a down payment for the sofa and were told $653.97. We were not told it had to be paid in full to be delivered to the Baxter location or we would have paid in full at that time. The entire point of purchasing the sofa at the Slumberland store was the ablilty to have it delivered to Baxter (which we were told would not be a problem when placing our order). An "apology" is NOT a sufficient resolution for this matter when the fact remains my sales slip STILL STATES "Please call Baxter to set up delivery".
Final Consumer Response /* (3000, 11, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will pay for the sofa WHEN the Slumberland Waite Park location acknowledges there was a Slumberland error ....not confusion or misunderstanding on OUR part. WE MADE IT PERFECTLY CLEAR WE WANTED THE SOFA DELIVERED TO BAXTER. (Remember the sales slip that states that fact?) We specifically asked WHAT NEEDED TO BE PUT DOWN FOR PAYMENT. We were told the $600+ amount by the SLUMBERLAND salesman. Why are we being told we were confused. There WAS an error made on our order. WE WANTED IT DELIVERED TO BAXTER, WE ASKED WHAT NEEDED TO BE PUT DOWN, and WE PAID WHAT WE WERE TOLD. The error is that we were NOT told the correct amount that needed to be put down (or in this case paid in full) by the salesperson (knowing the sofa was to be delivered to Baxter). There was NO confusion on our part. The error was that we were NOT told the correct amount by the sales person in order to have the sofa arrive in Baxter. End of story. Own up to the error at your store and we will pay in full. No apology. No confusion. Your sales person messed up. PAYMENT FOR THIS SOFA HAS NEVER BEEN AN ISSUE. WE WOULD HAVE GLADLY AND READILY PAID IN FULL WHEN IT WAS ORDERED.
Final Business Response /* (4000, 9, 2015/06/08) */
We apologize if there was confusion regarding Slumberland's policies regarding orders being transferred to different store locations. There was no error made with the customer's order. When the furniture was purchased, the order was set to be transferred to Baxter per the customer's request. However, no furniture can be transferred or delivered, either out of the Waite Park or Baxter store, until it has been paid in full. When the customer is ready to pay for the order in full, they can decide if they would like to proceed with having it transferred to Baxter for delivery, or to have it picked up or delivered out of the Waite Park store.
Initial Business Response /* (1000, 5, 2015/12/22) */
We apologize for the customer's frustration. His bed frame was deemed defective. An exchange was set up and is in stock for the customer. We do also have an open service claim for his mattress and box spring. The customer chose to complete a...
self-inspection packet. Once we have received the completed packet along with all the necessary photos, it will be reviewed by our Service Center. If it is deemed defective, the customer will receive replacements for the defective mattress and/or box spring as well. If they are not defective, we will not be able to offer the customer a replacement.
The customer can contact our Service Center at [redacted] #1 if they have questions regarding the inspection packet or would like to discuss their claim in further detail.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Right now I need to send two more pictures the top of box-spring and the frame I will be sending those12-29-15.
Final Business Response /* (4000, 9, 2015/12/28) */
Once we have received the necessary photos, they will be reviewed by our Service Center. If it is deemed defective, the customer will receive replacements for the defective mattress and/or box spring as well. If they are not defective, we will not be able to offer the customer a replacement.
Final Consumer Response /* (3000, 11, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
REASON BEING IS THAT I ASK FOR A NEW BOX-SPRING AND NEW FRAME AND RAILINGS ALSO I WANT TO SEE IF THIS IS THE PROBLEM AND IF NOT I'LL BE ASKING FOR A NEW MATTRESS. THANK YOU